Key Competencies
- Enhanced Due Diligence (EDD) and Affordability Assessments
- Face-to-Face Safer Gambling Conversations
- Player Protection Policies and Compliance
- Data Analysis and Reporting (Power BI expertise)
- Risk Identification and Management
- Training and Development in Safer Gambling
- Leadership and Team Development
- Analytical Problem Solving and Decision-Making
- Customer Retention and Reactivation Strategies
Career History
Casino Operations Manager - Grosvenor Casino, Hill Street, Birmingham - May 2016 – Present
- Safer Gambling and Affordability Assessments: Conduct daily face-to-face safer gambling conversations, ensuring customers are playing within their means and escalating concerns when necessary.
- Enhanced Due Diligence (EDD): Review high-spending customers’ financial documentation, assess affordability, and make informed judgments on interventions to mitigate harm.
- Player Protection: Liaise directly with customers showing signs of harm, implementing risk management strategies to ensure their safety and well-being.
- Data Analysis: Analyze customer accounts and spending patterns using Power BI, identifying velocity spending trends and irregularities for proactive intervention.
- Training and Mentorship: Train managers and staff on EDD processes, safer gambling practices, and writing effective conclusions for reports, ensuring consistent adherence to regulatory standards.
- Customer Retention and Reactivation: Review accounts of lapsed customers to design tailored reactivation strategies while prioritizing responsible gambling principles.
- Operational Oversight: Lead a team of 150+ employees, manage budgets, and ensure compliance with company policies and regulatory frameworks.
- Regularly recognised for excellence in safer gambling practices and achieving compliance-related targets.
- Gained comprehensive knowledge of casino operations, customer service, and regulatory compliance through a series of progressively senior roles.Achievements:
- Spearheaded the implementation of EDD processes, ensuring 100% compliance with regulatory requirements.
- Consistently exceeded financial and engagement targets for customer registration and activation.
- Recognized with a “Long Service Award” for over two decades of exceptional contributions to the organization.
Service Manager / Operations Manager - Grosvenor Casino, Walsall - April 2008 – April 2016
- Directed all aspects of casino operations, including compliance, customer service, and team development.
- Conducted affordability assessments and identified at-risk players, ensuring swift and effective interventions.
- Designed efficient team schedules and workflows to optimize service delivery and cost control.
- Managed customer retention programs, loyalty initiatives, and marketing campaigns while ensuring safer gambling practices.
- Established a collaborative team culture, driving performance and adherence to regulatory standards.
Pit Boss / Pit Manager - Grosvenor Casino, Stoke - October 2007 – March 2008
- Managed gaming floor operations, ensuring adherence to company policies and safer gambling procedures.
- Supported customer engagement initiatives while identifying and escalating at-risk behaviors.
Various Roles - August 1999 – October 2007 - Grosvenor Casino Walsall
Receptionist, Dealer, Senior Dealer, Inspector, Cashier, Head Cashier
